Cancellation & Refunds

01Vehicle and equipment hire

Refunds are calculated against the advance you paid, since the balance is only collected at pickup. The clock runs to the start time of your booking.

The app and website show you the exact refund before you confirm a cancellation, so you are never guessing.

02No-shows

If you have not collected the vehicle within 2 hours of your booking start time and we have not heard from you, we treat it as a no-show, release the vehicle and retain the advance.

A message costs nothing and changes everything. If you are delayed — a flight, a road closure, anything — tell us and we will hold the vehicle where we can.

03If we cancel

Sometimes we have to: a vehicle is damaged by a previous renter, a road closes, weather makes a trip unsafe.

• We will always offer you a replacement first — an equivalent or better vehicle, or different dates
• If we cannot, you receive a 100% refund of everything you have paid, regardless of how close to the start date it is
• If we cancel part-way through a hire, we refund the unused days pro rata

We do not charge a cancellation fee for our own cancellations, and we will not leave you to find out at the counter.

04Guided treks and camping trips

These carry stricter terms than vehicle hire, because we commit to guides, permits, porters and provisions well ahead of departure.

If you leave a trek part-way through for any reason, there is no refund for the unused portion — those costs are already committed. Evacuation and onward transport are at your expense.

05Weather, road closures and events outside anyone's control

Kashmir weather closes roads and passes at short notice. This is not something either of us controls, so we try to be fair rather than rigid.

• If we cancel a trip for weather or safety, you get a full refund or a free date change, whichever you prefer
• If a trek is cut short by weather after it starts, we refund the unused days less costs already committed, and we will tell you honestly what those were
• If you cannot reach Kashmir because of a cancelled flight, closed highway or similar, the standard tiers above still apply — but talk to us. We will usually move your dates rather than keep your money

This is exactly why we recommend travel insurance for treks and multi-day trips.

06Changing dates, extending, returning early

• Date changes more than 48 hours ahead are free, subject to availability. Inside 48 hours we will do what we can, but the cancellation tiers may apply
• Extensions are welcome if the vehicle is not booked after you. Ask early — in peak season it usually is. Extensions are charged at the current daily rate
• Returning early does not by default earn a refund for the unused days, since the vehicle was held out of the fleet for you. Where circumstances warrant it we will use our discretion, and we do

07Getting your deposit back

Your security deposit is separate from the rental payment and is not affected by these tiers.

• Cancel before collection and the deposit question never arises — it is taken at pickup, not at booking
• Cash and UPI deposits are returned the same day, at return
• Deposits paid online are refunded to the original method, typically within 3 to 7 working days
• Nothing is deducted without photographs of the damage, taken at return with you present and shared with you

08How to cancel

Whichever is quickest for you:

• In the app — open the booking under Trips and choose Cancel. You will see the exact refund before you confirm
• WhatsApp or phone — +91 88999 21113
• Email — [email protected] with your booking reference

The time we receive your cancellation is what counts, not when it is processed. If you message us at 11pm, that is your timestamp.

09How refunds are paid

Refunds always go back the way the money came in. We cannot redirect a refund to a different account.

We initiate refunds within 48 hours of a cancellation being confirmed. The time after that is your bank’s, not ours. If a refund has not arrived a week past these windows, contact us with your booking reference and we will chase it with the payment provider.

10Purchased gear

Items bought outright are not covered by this policy. Unused items in original condition may be exchanged within 7 days with the receipt, except sleeping bag liners and similar items which cannot be exchanged once opened for hygiene reasons. Faulty goods are covered by your statutory rights. See our Terms & Conditions.

11If you disagree with a decision

Tell us. Most disputes come down to a damage assessment, and every one of those has photographs attached to it that you are entitled to see.

Contact us at [email protected] or +91 88999 21113. We aim to resolve complaints within 7 working days.

Please raise it with us before initiating a chargeback. A chargeback on a booking we would have refunded anyway costs us both time, and we would rather just sort it out.